Complaints Procedure for Gardening Services Hornsey

This document sets out the formal complaints procedure for clients using gardening services in Hornsey and surrounding neighbourhoods. Its purpose is to ensure that any issue raised about garden maintenance, lawn care, pruning, planting or other garden work by our team is handled in a consistent, fair and timely way. The procedure applies to all service bookings and covers concerns about workmanship, safety, billing and service delivery.

The scope includes routine garden maintenance and one-off landscaping jobs supplied by our Hornsey gardening specialists. It is designed to be accessible and understandable, with clear expectations for both customers and our staff. We aim to resolve most issues amicably at first contact through open discussion and where appropriate, onsite review or rework.

Our approach is governed by key principles: impartiality, promptness, clarity and confidentiality. Complaints will be treated seriously and investigated without prejudice. We recognise that sometimes a simple explanation or small remedial action resolves a concern; in other cases, a structured investigation and formal response will be necessary.

How to raise a complaint

To start a complaint, please provide a clear account of the issue including dates, locations and the names of personnel involved where known. Be as specific as possible about the nature of the problem so the case officer can assess and prioritise it accurately. A brief description of the outcome you are seeking helps speed resolution.

On receiving a complaint the team will acknowledge it in writing or by the medium used to make the complaint within our stated timescale. This acknowledgement will outline the next steps, who will handle the case and the expected timeframes for investigation. We commit to keeping complainants informed of progress.

The investigation will normally include a review of project notes, photographs, risk assessments and any invoices or quotations related to the work. Where necessary, an independent inspection by a senior horticulturist or a manager will be arranged. Our aim is to establish the facts and propose a proportionate remedy within a reasonable period.

Investigation, resolution and remedies

Investigations are conducted objectively and we strive to reach a resolution by agreement. Typical remedies may include:

• Rectification work to correct defective workmanship.
• Partial or full credit against the invoice when work cannot be reasonably corrected.
• Detailed action plans to prevent recurrence for future visits.

When concluding a complaint, we will provide a written outcome setting out findings, the remedy offered and any follow-up actions. Where a complaint is not upheld, a clear explanation of the reasons will be given together with evidence considered during the investigation.

Some complaints may require escalation. If an initial response does not satisfy the complainant, the matter can be referred to a senior manager for further review. Escalation is treated with priority and will involve a fresh evaluation of the file, consideration of alternative remedies and, where appropriate, a meeting either on-site or by remote conference to agree next steps.

We keep accurate records of all complaints, investigations and outcomes. These records inform service improvement activities and staff training for our Hornsey garden maintenance teams. Retention of records is carried out in line with our data protection and record-keeping policies while respecting the privacy of all parties.

Complaints relating to safety, damage to property or insurance matters are handled with particular care. If plumbing, structures, underground services or neighbouring property are involved, the investigation will include technical assessments and liaising with insurers or independent specialists as necessary to establish liability and remedial requirements.

When preparing a formal complaint, useful elements to include are dates of site visits, a clear description of the issue, any supporting photographs, copies of invoices or contracts and the outcome you seek. This helps ensure a focused investigation and more timely resolution.

We will not disclose personal or commercially sensitive information unnecessarily during the complaints process. Confidentiality is balanced against the need to share relevant facts with staff or third parties involved in the investigation. Any third-party involvement will be explained to the complainant in advance where feasible.

Finally, this complaints procedure is part of our commitment to continuous improvement for local gardening contractors and garden care providers. We review the effectiveness of the process periodically and act on lessons learned to improve service quality and customer experience across our range of gardening services.